The psychology behind good customer service (and why it’s more important than you think)
By
Eleanor Feldman Barbera, Ph.D.
Jun 12, 2014
We may talk about the term “customer service” and ask our staff members to avoid public arguments in front of residents and family members. But nevertheless, volatile situations happen every...
This year holds promise for post-acute care
By
Stephanie Anthony
Jan 12, 2015
Hospitals traditionally have viewed a patient’s discharge as the endpoint of their care responsibilities. In reality, hospital stays frequently are just one step in ongoing episodes of care. Ensuring...
COVID-19 caregivers, don’t forget to care for yourselves, too
By
Joel Landau
Jun 19, 2020
The coronavirus crisis is unlike anything our healthcare workers have ever seen. The hours are long, the workflow constant and the outcomes not always favorable. By June 2 over six million cases had been...
The tie between revenue and risk managment
By
Tim Goux and Scout Blount
Oct 20, 2014
By providing the best level of care, a provider will help ensure resident satisfaction as well as foster a positive work environment for employees. Poor quality will affect a provider’s revenue stream.
NYT: You are as much of the problem as the Five-Star system
By
Steven Littlehale
Apr 02, 2021
A recent New York Times article about nursing homes is shameful, lazy journalism. Coupled with the need to sell advertising space, it purposefully perpetuates misunderstandings about nursing homes, caregivers...
The challenge of protecting dementia residents during the coronavirus pandemic
By
Joel Landau
Jul 01, 2020
The new normal resulting from the coronavirus pandemic has presented a particular challenge to those afflicted with Alzheimer’s disease or dementia, as well as the dedicated healthcare professionals...
Defending nursing homes cited with F-Tag 314
By
Donna Fudge
Oct 26, 2016
With these recent decisions, we have discovered that there is success in demonstrating to a jury or arbitration panel how a pressure injury can be unavoidable as defined under F-Tag 314.
Should your facility try telemedicine?
By
Christy Tosh Crider, Anthea Daniels, John Shuster
May 18, 2016
The benefits of telemedicine are pretty straightforward.
Telehealth and rehab with end of PHE
By
Renee Kinder
May 25, 2023
Regulation is always clear and easy to comprehend. Laughable, right? What often happens when new rules and regulations are proposed or finalized is that there is a flurry of activity following, from...
Why I chose to leave the nursing home profession: A fed-up executive’s story
By
Julie Boggess, MPA, LNHA
Apr 06, 2018
At one time, I was a nursing home administrator who was “on fire” about the topic of culture change in long-term care. I believed that working to de-institutionalize the institution was the...